Customer Experience Manager Job Vacancy in Dire Dawa, Ethiopia – Telecommunications

Job Description

Position: Customer Experience Manager

Company: Airtel Ethiopia

Location: Dire Dawa, Ethiopia

Experience: 5+ years in customer experience management, preferably in telecommunications

Education: Bachelor’s degree in Business Administration, Marketing, or related field

Employment Type: Full-time

Industry: Telecommunications

Department: Customer Experience

Salary: SSP 250,000 – 350,000 per month

Vacancies:1

Company Overview

Airtel Ethiopia, a subsidiary of the global telecommunications leader Bharti Airtel, has been delivering innovative mobile and data services across Ethiopia since its launch. With a commitment to digital inclusion, Airtel Ethiopia connects millions of customers in urban and rural areas, offering voice, broadband, and value‑added services that empower individuals and businesses. The company’s vision is to become the most customer‑centric telecom operator in Ethiopia, driving growth through cutting‑edge technology, reliable network coverage, and exceptional service quality. As part of its expansion strategy, Airtel Ethiopia continuously invests in network infrastructure, digital platforms, and talent development, creating a dynamic environment for professionals seeking rewarding career opportunities in Ethiopia Jobs.

Job Overview

The Customer Experience Manager will lead the design, implementation, and continuous improvement of Airtel Ethiopia’s customer experience strategy in Dire Dawa. Reporting to the Head of Customer Experience, you will collaborate with cross‑functional teams—including Marketing, Sales, Operations, and IT—to ensure seamless, personalized interactions across all touchpoints. This role is pivotal in enhancing customer satisfaction, reducing churn, and driving brand loyalty, aligning with Airtel’s mission to deliver world‑class service. For more information about Airtel Ethiopia’s career pathways, visit the main website https://ethiopiajobssearch.com.

Key Responsibilities

• Develop and execute a comprehensive customer experience roadmap that aligns with corporate objectives and market trends.
• Analyze customer journey data, feedback, and NPS scores to identify pain points and opportunities for improvement.
• Lead cross‑departmental initiatives to redesign processes, introduce digital self‑service tools, and enhance omnichannel consistency.
• Collaborate with Marketing to craft targeted communication campaigns that reinforce brand promise and drive engagement.
• Monitor key performance indicators such as CSAT, churn rate, and average handling time, presenting actionable insights to senior leadership.
• Manage a team of customer experience analysts and specialists, fostering a culture of continuous learning and innovation.
• Oversee the implementation of customer feedback loops, including surveys, focus groups, and social listening.
• Ensure compliance with regulatory standards and data privacy requirements in all customer interactions.

Required Skills

• Strong analytical abilities with proficiency in data visualization tools (e.g., Power BI, Tableau).
• Excellent communication and stakeholder management skills.
• Proven experience in designing and optimizing customer journeys in a telecom environment.
• Leadership capability to motivate and develop high‑performing teams.
• Strategic thinking with a results‑oriented mindset.
• Familiarity with CRM platforms and digital engagement solutions.

Education

A bachelor’s degree in Business Administration, Marketing, Communications, or a related discipline is required. Advanced certifications in Customer Experience Management, Six Sigma, or Project Management are considered a strong advantage.

Experience

Minimum of five years’ experience in customer experience, service design, or related roles within the telecommunications sector. Demonstrated success in leading transformation projects that have measurable impact on customer satisfaction and business performance.

Salary

The compensation package ranges from SSP 250,000 to SSP 350,000 per month, commensurate with experience and qualifications. Performance‑based incentives and annual bonuses are part of the total rewards structure.

Benefits

• Comprehensive health insurance covering medical, dental, and vision.
• Retirement savings plan with employer contributions.
• Generous paid time off and public holidays.
• Employee assistance program and wellness initiatives.
• Discounted mobile plans and device purchase options.

Training

• Onboarding program covering Airtel Ethiopia’s culture, systems, and customer experience philosophy.
• Continuous professional development through workshops, certifications, and e‑learning platforms.
• Leadership development tracks for high‑potential managers.

Additional resources and industry insights can be accessed via https://www.kenyajobsearch.com/.

Working Environment

Airtel Ethiopia offers a modern, collaborative workspace in Dire Dawa equipped with state‑of‑the‑art technology, flexible working arrangements, and a supportive culture that values diversity and inclusion. Employees are encouraged to share ideas, challenge the status quo, and contribute to a vibrant community focused on digital transformation.

Application Process

Interested candidates should submit an online application through the Airtel Ethiopia careers portal, attaching an updated resume and a cover letter outlining relevant experience and motivation. Shortlisted applicants will undergo a competency‑based interview followed by a case study assessment.

Equal Opportunity Statement

Airtel Ethiopia is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees, regardless of gender, ethnicity, religion, disability, or sexual orientation. Our hiring practices reflect our dedication to fairness and meritocracy, ensuring that every candidate receives equal consideration.